Kontaktiralo me je relevantno odeljenje i naložilo mi da učitam dokumente kako bih potvrdio poreklo sredstava. U početku sam dostavio dokumentaciju koja pokazuje da su moji izvori sredstava bili dobici iz kazina od prošlog meseca, ali to nije prihvaćeno. Pre četiri sata, postavio sam nova dokumenta prema zahtevu (platni list i odgovarajuće bankovne izvode). Problem je u tome što trenutno imam aktivan bonus na mom zaključanom kazino nalogu. Učitao sam ličnu kartu, selfi sa ličnom kartom i parčetom papira, bankovne dokumente, još jedan selfi, platni list i druga dokumenta. Više puta sam tražio blagovremene odgovore jer moj bonus uskoro ističe—za tačno 10 sati. Sada, za konačnu verifikaciju, tražili su skajp poziv, na šta sam ja pristao, ponovo tražeći da se to uradi danas jer mi inače ističe bonus.
24 Kazino je sada zakazao poziv za sutra. Čini mi se da je ovo namerno, a ako je ovo zaista DAMA kazino, molim za pomoć i ovde jer je neprihvatljivo da moram da čekam do 22 sata na odgovore i sada, njihovom a ne svojom greškom , moja ravnoteža je u opasnosti.
Ponudio sam im sledeće:
Ili mi dozvolite da se prijavim na svoj nalog i završim opkladu, ili obavite poziv danas, ili me uveravate da će moj celokupan iznos, 3.400 evra u bonus balansu, uključujući 2.400 evra preostalih za opkladu, biti na mom nalogu nakon završite verifikaciju i odmrznite moj nalog.
Istu stvar sam zahtevao u ćaskanju uživo i tamo mi je rečeno da se moj nalog ne može odmrznuti i da treba da budem strpljiv. Dakle, to će verovatno dovesti do isteka mog bonusa. Šta bih trebao da uradim? - Ne odgovaraju putem pošte - samo u ćaskanju uživo - neće odmrznuti moj nalog da bi završili opkladu i rekli su mi da će moj balans biti poništen sutra pre poziva.
I was contacted by the relevant department and instructed to upload documents to verify my origin of funds. Initially, I provided documentation showing that my origin of funds was casino winnings from last month, but this was not accepted. Four hours ago, I uploaded new documents as requested (a payslip and corresponding bank statements). The issue is that I currently have an active bonus on my locked casino account. I have uploaded my ID card, a selfie with my ID and a piece of paper, my bank documents, another selfie, my payslip, and other documents. I have repeatedly requested timely responses because my bonus will expire soon—in exactly 10 hours. Now, for the final verification, they have asked for a Skype call, to which I agreed, again asking for it to be done today because otherwise my bonus will expire.
24 Casino has now scheduled the call for tomorrow. It seems to me that this is intentional, and if this really is a DAMA Casino, I ask for help here as well because it is unacceptable that I have to wait up to 22 hours for responses and now, due to their fault and not mine, my balance is at risk.
I offered them the following:
Either you let me log in to my account and finish the wager, or you make the call today, or you assure me that my whole balance, 3,400 Euro in bonus balance, including the 2,400 Euro left to wager, will be on my account after you complete your verification and unfreeze my account.
I have demanded the same thing in the live chat, and there I was told that my account cannot be unfrozen and that I need to be patient. So, it will likely result in my bonus expiring. What should I do? - They dont answer via mail - just in live chat - they wont unfreeze my account to finish the wager and they told me that my balance will be canceled tomorrow before the call.
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